Call 34972178962843331 2026-09-17 · sudeeps · 3:43
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_MFG_CR_GI_GP_Coated_Sep26 | No_requirement | full conversation 23 turns, clean transcript (0% inaudible) | Hindi | 23 | supply_led (campaign_name:medium) |
Audio: clear: The customer's voice is slightly louder than the agent's, but both are clearly audible.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
0.0/10
no conversation
USP relevance:
none
2 · Customer quality
the LEAD we handed over
0
/4 flags
clean lead
3 · Supply
US
out_of_stock
regarding GL material, the plant is overbooked.
4 · Sentiment
the CUSTOMER
-0.27
confidence high · +8/−16
from 26 hits
0.6*lexical + 0.4*prior
0.6*lexical + 0.4*prior
What to do differently next time biggest points lost first · the quotes are from real calls
−2.0 pts
Opener & permission
The agent did not ask for permission to speak, launching directly into the reason for the call.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: Yes, good evening sir. I was noticing, I am calling from JSW One, Raunak Mehta.
−2.0 pts
Hook (supply/price signal)
The agent did not deliver a hook; the call was immediately taken over by the customer's complaint about past service failures.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: The pricing is increasing even more, sir. It's going to open one and a half to two rupees higher on Monday.
−2.0 pts
Discovery (6 Qs)
The agent only asked one clarifying question about the material type and did not perform any further discovery.
How Ronak Mehta did it on a
10.0/10 call —
AGENT: Okay, so what do you manufacture, sir, by the way?
objection
The customer raised 1 objection
you did not answer:
incumbent_supplier
We already took 80 tons from someone else.
Summary
The customer immediately derailed the call with a detailed complaint about previous JSW reps failing to provide quotes and being unresponsive. The agent explained that the GL material plant is overbooked, which is the likely reason for the past service failure. The call ended with the agent promising to investigate the complaint internally, but with no concrete next steps established with the frustrated customer.
Coaching
When a customer starts with a strong complaint, first fully acknowledge their frustration before trying to move on; you lost control of the call because you didn't address the customer's anger upfront.
Missed:
SL1 Opener & permission SL2 Hook (supply/price signal) SL3 Discovery (6 Qs) SL4 Pitch (2-3 USPs) SL5 Qualify SL6 Closure with next step
Module 1 — step by step every result carries its evidence quote
| Step | Wt | Result | Qs | Earned | Evidence from the transcript |
|---|---|---|---|---|---|
| SL1 Opener & permission | 2 | fail | – | 0.0 |
The agent did not ask for permission to speak, launching directly into the reason for the call. |
| SL2 Hook (supply/price signal) | 2 | fail | – | 0.0 |
The agent did not deliver a hook; the call was immediately taken over by the customer's complaint about past service failures. |
| SL3 Discovery (6 Qs) | 2 | fail | 1 | 0.0 | You deal in GL material, right? Galvalume? The agent only asked one clarifying question about the material type and did not perform any further discovery. |
| SL4 Pitch (2-3 USPs) | 1 | fail | – | 0.0 |
The call was focused on a service complaint and never progressed to the agent pitching any USPs. |
| SL5 Qualify | 2 | fail | – | 0.0 |
The agent did not ask about a current requirement. The customer volunteered that they had already procured 80 tons from another supplier. |
| SL6 Closure with next step | 1 | fail | – | 0.0 | I have noted your point. I will talk to them once. The agent committed to an internal follow-up, not a specific, time-bound next step with the customer. |
Objections supplementary — never inside the /10
| Type | State | Customer said | Rep replied |
|---|---|---|---|
| incumbent_supplier | mishandled | We already took 80 tons from someone else. |
What was the name, sir, of the person you are talking about? |
Conversation mechanics measured from turn timings, not judged by the LLM
| Talk ratio | Agent talk | Customer talk | Dead air | Longest monologue | WPM | Interrupts | Agent turns | Cust turns | Q marks |
|---|---|---|---|---|---|---|---|---|---|
| 0.281 | 29.2s | 74.6s | 119.2s | 6.2s | 351.4 | 0 | 11 | 12 | 8 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
customer
0.0s
Hello
हेलो
agent
0.7s
Hello
हेलो
agent
1.3s
Mr. Suri from JK Powder?
मिस्टर सूरी फ्रॉम जे के पाउडर?
customer
3.0s
Speak.
बोलिए।
agent
3.6s
Suri ji, very good afternoon. This is Sudhir speaking from JSW One, sir. Your company was registered on our portal for the Nagpur location. This was a follow-up call regarding your steel procurement, sir.
सूरी जी, वेरी गुड आफ्टरनून। सुधीर बोल रहा हूं जेएसडब्ल्यू वन से, सर। यह आपकी कंपनी रजिस्टर्ड थी सर पोर्टल पर हमारे नागपुर लोकेशन के लिए। आपके स्टील प्रोक्योरमेंट को लेके फॉलो अप कॉल था सर।
customer
10.0s
See, at your place, the staff keeps changing from time to time. They take an inquiry to a certain point and then leave it. This has already happened to me twice.
देखिए आपके यहां पे ना, समय-समय पे स्टाफ बदलते रहता है। वो इंक्वायरी को एक पॉइंट तक ले जाते हैं और छोड़ देते हैं। यह मेरे साथ दो बार ऑलरेडी हो चुका है।
agent
15.8s
Okay.
ओके।
customer
16.5s
After that, I keep following up and there's no reply from the other side. Earlier also, a guy from JSW was in touch, he got my account opened, got everything done, then said, "Okay sir, I will quote you," but he hasn't quoted till today. Then last time I spoke to someone at your place, some Dhruv or someone, so he said, "Okay sir, I'll tell you." He gave a rate, I said, "Look into this, what will happen," so he said he will ask his senior and let me know. Since then, I've been calling him, he neither picks up the phone nor replies to messages.
उसके बाद मैं फॉलो अप करते रहता हूं और आगे से कोई रिप्लाई नहीं आता। पहले भी आपके यहां से जेएसडब्ल्यू से एक बंदा टच में था, उसने मेरा अकाउंट खुलवाया, सब करवाया, फिर बोले ठीक है सर मैं आपको कोट करता हूं, कोट ही नहीं किया आज अभी तक। फिर अभी पिछली बार आपके यहां पे किसी से बात हुई, कोई ध्रुव थे या कोई थे, तो उन्होंने बोला ठीक है सर मैं आपको बताता हूं। उन्होंने एक रेट दिया, मैंने बोला इसको देखिए क्या होगा, तो उन्होंने बोला वो अपने सीनियर से पूछ के बताएंगे। उसके बाद से मैं उनको फोन कर रहा हूं, ना फोन उठाते हैं, ना मैसेज का रिप्लाई करते हैं।
customer
31.1s
So
तो
agent
31.4s
You deal in GL material, right? Galvalume?
यह जीएल मटेरियल में डील करते हो ना? गैलवेल्यूम?
customer
32.8s
Yes?
हां?
agent
33.1s
You deal in GL material, right? Galvalume?
जीएल मटेरियल में डील करते हो ना? गैलवेल्यूम?
customer
34.2s
Yes.
जी।
agent
35.1s
Hmm. GL material's 1.8, 1200, I can see in the system that an inquiry has been created for you. Recently, meaning, we were talking on the 15th, around the 15th-16th, right? A couple of days ago.
हम्म। जीएल मटेरियल का 1.8, 1200, मैं देख रहा हूं सिस्टम में इंक्वायरी बना हुआ है आपका। रिसेंटली मतलब एक पंद्रह तारीख को ही बात हो रही थी आपकी, पंद्रह-सोलह तारीख के आसपास, बराबर? दो-चार दिन पहले।
customer
41.4s
No, no, no, it wasn't a couple of days ago. I'll tell you the history. And I called him at least three to four times. He stopped taking my calls. And he told me that he is getting back to me. Right? The last time I spoke to him, on 23rd July, we sent him the slitting sizes, then from 29th July, he is not picking up my calls. He said he will tell me after talking to his senior. After that, I followed up with him twice, once on 29th July, once on 5th August. Then I also gave up. I have the complete history.
नहीं नहीं नहीं, कोई दो-चार दिन पहले नहीं हुई। मैं आपको हिस्ट्री बता देता हूं। और मैंने उसको कम से कम तीन से चार बार फोन किया। ही स्टॉप्ड टेकिंग माय कॉल्स। और उसने मुझे बोला वो ही इस गेटिंग बैक टू मी। बराबर है? लास्ट उससे जो बात हुई, तेईस जुलाई को हमने उससे स्लिटिंग के साइजेस भेजे, फिर उनतीस जुलाई से वो मेरे फोन नहीं उठा रहा है। उसने बोला वो बताएगा सीनियर से बात करके। उसके बाद मैं उससे दो बार, एक बार उनतीस जुलाई को फॉलो अप किया, एक बार पांच अगस्त को फॉलो अप किया। फिर मैंने भी छोड़ दिया। मेरे पास हिस्ट्री है पूरी।
agent
57.4s
The issue right now is, the issue, the thing is, regarding GL material, the plant is overbooked.
अभी इशू ऐसा है ना, इशू, द थिंग इस ना, जीएल मटेरियल को लेके प्लांट इस ओवरबुक्ड।
customer
60.9s
Then just refuse, right?
तो मना कर दो ना।
agent
61.8s
That's, that's what I'm telling you. This will be resolved, roughly consider it's this month's issue, sir. Hardly another 10 to 15, 10 to 12 days, 15 days, after that then
वही, वही चीज मैं आपको बता रहा हूं। यह हो जाएगा, मोटा-मोटा पकड़ो यह मंथ का इशू है सर। हार्डली और एक दस से पंद्रह, दस से बारह दिन, पंद्रह दिन, उसके बाद फिर
customer
66.4s
My concern is something else. My concern is that I am calling people, WhatsApping them, they are not replying. First, let's talk on that issue. When the material will be available, or not, we'll take it from someone else, that's a different matter. We didn't wait, did we? We already took 80 tons from someone else.
मेरा कंसर्न कुछ और है। मेरा कंसर्न यह है कि मैं लोगों को फोन कर रहा हूं, व्हाट्सएप कर रहा हूं, वो रिप्लाई नहीं दे रहे हैं। पहले हम उस मुद्दे पर बात करें। मटेरियल कब अवेलेबल होगा, नहीं होगा, किसी और से लेंगे, वो बात अलग है। हम क्या रुके थोड़ी थे? हमने तो ले लिया किसी और से अस्सी टन।
agent
74.4s
What was the name, sir, of the person you are talking about?
किस नाम से थे सर जिनकी आप बात कर रहे हैं?
customer
76.2s
There's someone named Dhruv. The problem is this, this is the second time it has happened to me, such unprofessional behavior. He told me, "Sir, I am getting it done for you, I am getting a good deal for you, I will call you." His call never came, after that when I call, he doesn't pick up. Then I am sending him good afternoon, sending good morning, there's no reply to his WhatsApp either. He hasn't even seen the last message. So, what does this mean, sir? We are also not very big, but we do a business of 150-200 crores annually. So we should also get at least this much of a dignified response, that "No sir, we are overbooked, we cannot provide the material at all." Okay. Fair enough, man. It happens. That he doesn't pick up the phone, doesn't message, doesn't check WhatsApp, intentionally, so all this is all bullshit. Who will do business? I can't do it like this.
कोई ध्रुव करके हैं। प्रॉब्लम इस चीज की है, यह सेकंड टाइम हुआ है मेरे साथ, इतना अनप्रोफेशनल बिहेवियर। वो मुझे बोले कि सर मैं आपको करके दे रहा हूं, मैं आपको बढ़िया करा के दे रहा हूं, मैं आपको फोन करता हूं। उसका फोन नहीं आया, उसके बाद मैं फोन कर रहा हूं तो उठा नहीं रहा है। फिर वो मैं उसे गुड आफ्टरनून भेज रहा हूं, गुड मॉर्निंग भेज रहा हूं, उनके व्हाट्सएप का भी रिप्लाई नहीं है। लास्ट मैसेज तो सीन भी नहीं किया है। तो यानी क्या मतलब है सर? हम लोग भी बहुत बड़े नहीं बट डेढ़ सौ-दो सौ करोड़ का साल का धंधा करते हैं। तो हमको भी इतनी तो डिग्निफाइड रिस्पांस मिलना चाहिए ना कि नहीं सर हम लोग ओवरबुक्ड हैं, हम लोग माल ही नहीं दे सकते। ठीक है। फेयर इनफ यार। होता है। वो फोन ही ना उठाए, मैसेज ही ना करें, व्हाट्सएप ही ना देखें, जान पूछ के, तो यह सब तो दिस इस ऑल बुलशिट। कौन करेगा बिजनेस? मैं तो नहीं कर सकता ऐसे।
agent
104.4s
Understood, sir. I, I have noted your point. I will talk to them once. Okay? Okay, great.
समझ गया सर। मैं, मैंने नोट कर लिया आपका पॉइंट। मैं एक बार बात करता हूं। ठीक है? ओके, ग्रेट।
customer
107.5s
Okay.
ठीक है।